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© 2012 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.© 2012 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
Emotional Intelligence for Personal and Organizational Leadership
Sam SmithManagement Development ConsultantUnitedHealth Group
[email protected]
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© 2012 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
IQ Technical Skills
EICompetencies
3 Domains of Competence
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EI Competency Model
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Intention vs. Impact
Intention BehaviorEmotions Impact
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Limbic System
Amygdala
… do I eat it, or does it eat me?
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Increasein Certainty
(move toward default behavior)
Act on impulsewith even more Certainty(move even closer to default behavior)
x x
xx
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Degrees of Hijack
Full PerspectiveLoss of
Perspective
TriggerHijacked!(default behavior)
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Early Warning System
What is an early warning system?
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What’s Your Strategy?
SOSS
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Mood Elevator
What floor are you on?
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Safety
Value
Respect
Acceptance
Power
Success
Emotional Needs19
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Less self control More errors Movement toward
default behavior
Emotional Hijack Summary
Hijack Less perspective Less judgment More certainty
Trigger
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What are you currently doing to show that you value and appreciate the people in
your organization?
Value and Appreciation
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Building Bridges
Understanding Gap
1.Listen
2.Label
3. Look for Solutions
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Listen: The Power of the Question
What part of the brain decides whether you are asking a
question or making a statement?
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Label: Find the Roots
Say
Mean
RISK
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Look for Solutions
When?Who?
Why?
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Where do I go from here?
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© 2012 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.© 2012 UnitedHealth Group. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.
Emotional Intelligence for Personal and Organizational Leadership
Sam SmithManagement Development ConsultantUnitedHealth Group
[email protected]